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Fourteen.
That’s the size of @vedantu_learn’s customer support team. They’ve had to handle around 12,000 tickets every day over the pandemic restrictions.
A thread.
That’s the size of @vedantu_learn’s customer support team. They’ve had to handle around 12,000 tickets every day over the pandemic restrictions.
A thread.
With stay-at-home orders placed on India’s 1.3 billion residents, citizens and businesses needed to make dramatic shifts in their daily lives.
Naturally, this included the education industry.
Naturally, this included the education industry.
With educational institutions closed indefinitely, online learning platforms have gained popularity.
@RedSeer estimates that by 2022, the K-12 (Kindergarten to Grade 12) market will expand 6x to about $1.7 billion.
Vedantu felt the strain of exponential demand.
@RedSeer estimates that by 2022, the K-12 (Kindergarten to Grade 12) market will expand 6x to about $1.7 billion.
Vedantu felt the strain of exponential demand.
According to @livemint, the company’s teachers were now instructing 1,000 students each as opposed to 300-400 students in the past. As many as 1 million students took live classes on Vedantu in May, up from 200,000 in normal times. https://www.livemint.com/education/news/the-hope-and-hype-driving-online-education-11593433643546.html
As a consequence, there has been an increase in traffic to their customer support portal. Vedantu’s inbound tickets rose dramatically from 3,500/day to nearly 12,000/day.
To keep pace, Vedantu relied on recent technology upgrades powered by Freshworks
To keep pace, Vedantu relied on recent technology upgrades powered by Freshworks
Freddy’s self-service feature helps businesses move from manual processes to bot-supported ones.
With the chatbot, Vedantu was able to deflect 80% of overall ticket volume and maintain its current staff levels at 14 agents.
With the chatbot, Vedantu was able to deflect 80% of overall ticket volume and maintain its current staff levels at 14 agents.
Today, 90% of all bot-initiated conversations are resolved without human intervention. Their first response time has seen a major improvement — from about a day to just minutes.
Most importantly, Vedantu’s CSAT score has increased by over 50%.
Most importantly, Vedantu’s CSAT score has increased by over 50%.
“We want to continue investing in our chatbot technology. We see it as a valuable source of information on how our customers are engaging with us. Ultimately, we hope to create an even better, more satisfying experience.” - Prithu Sharma, Product Manager at Vedantu.
To read how Freddy AI helped @SuprDaily, check this thread. https://twitter.com/FreshworksInc/status/1283773802141253632
To find out how Freddy has been helping businesses in the pandemic, read our blog. https://www.freshworks.com/saas/how-freddy-self-services-ai-bots-are-helping-businesses-sail-through-customer-demand-spikes-during-the-pandemic-blog/?utm_source=social&utm_medium=twitter&utm_campaign=vedantuthread
To take Freddy AI for a spin, click on this link. 
https://www.freshworks.com/freddy-ai-for-cx/
https://www.freshworks.com/freddy-ai-for-cx/
